Nintendo Japan writes customer harassment countermeasures into maintenance service regulations, refuses to provide service to rude users
Nintendo Japan has implemented a new policy that allows its after-sales staff to refuse to repair or replace products if customers behave inappropriately.
The company changed its repair page in October to add new rules for players who submit faulty hardware for repair, according to Kyodo News. Nintendo wrote in the company’s rules and regulations, if the customer has made unreasonable demands on employees such as “customer harassment”, you can refuse to provide repair services for him.
As seen in the Nintendo repair service, the company has added provisions for “customer harassment,” such as coercive behavior, insulting statements, and prolonged restraints, indicating that exchanges and repairs may be refused.
Nintendo’s head of public relations said: “We think we can gain the trust of our customers through our consistent and sincere response so far, so we have taken measures.”
Nintendo said: When making inquiries about repairing products, please avoid using any behavior (including but not limited to those listed below) that is beyond socially acceptable to meet your request.
- Intimidation or threats.
- Insulting or derogatory remarks.
- Invasion of privacy.
- Excessive demands, such as requests for free repairs after the warranty period has expired.
- Demanding an apology from Nintendo or its employees without just cause.
- Excessive repetition of the same request or complaint.
- Defamatory comments on social networks or websites.
“If we believe any of these actions have occurred, we may refuse to replace or repair the product. In addition, if the company believes the behavior is malicious, it will contact the police, lawyers, etc. and take appropriate action.”
Nintendo’s move was praised by an official from Japan’s Ministry of Health, Labour and Welfare (the equivalent of the welfare department), who said, “Some companies have started to take a firm stance on this issue, and it’s working.”
Hiromi Ikenouchi, a professor of social psychology at Kansai University and an expert in consumer psychology, added: “In recent years, the harassment of various industries has been visible in social media posts, and consumer attitudes have been changing. As a result, Nintendo has moved with the times and made a decision that society is willing to accept.”
